We applied for internet leased line for our business. We were committed a 99.9% uptime SLA and dedicated 2 MBPS uplink and downlink speed. The connection was given to us on 6th May. But, we noticed the connection slow and disconnected on 15th May. We registered complaint but the issue was not fixed. Without fixing the issue, the company closed our complaint. We found this out on 20th May when we tried to inquire status of our complaint as the connection was not working. We were not given any detail and we registered a complain again on 20th May and tried to check status by calling up the escalation matrix given to us. We were directed to people who refused to own our responsibility. We were also told and send email that we do not have an account manager. The services team intimated that the connection was slow and had broken but they didn’t give any details about action or status. Upon asking about SLA, they said it was communicated to us by sales team and they do not have any such information and cannot comment. So, our escalations to these people were unacceptable and they treated us rudely. After trying hard, finally we were able to speak to Mr. Girish Subramanya(head of services) on phone on 21st May. He accused us of abusing, use of unparliamentary language and not providing any information etc. While we had lodged complaint and had been following up with all information we have, these accusations were very insulting. To help with quick resolution, we submitted and asked about the service status. In spite of this, the connection was not resolved for two more days.

We are an IT company and our business depends on a reliable internet connection. We have been forced to request disconnection so that we could try alternate connections. We have borne huge impact to out business. Below are the impact details No work done for 10 days. Productivity impact is Rs. 20 lacs Business impact : Rs. 30 lacs

We want Tata teleservices to compensate for the impact we have incurred worth Rs. 50,00,000. Reliable high speed leased line internet connection at our premises through any source as we do not want to spend time and energy in carrying out the process again.

Complainant Information
name- vpani e-mail vivek.pani@reverie.co.